Enhancing Patient Pay Policies: Proven Strategies for Better Reimbursement

Tag: Billing Best PracticesHealthcare PolicyPatient Pay

As healthcare providers continue to adapt to growing patient responsibility for out-of-pocket costs, the need for strong, streamlined patient pay policies has never been more critical. At Allegiance Group, we believe your patient financial policy (PFP) isn’t just a formality—it’s a cornerstone of your revenue cycle strategy.

At this year’s VGM Heartland Conference, Allegiance Group’s Bruce Gehring teamed up with Kim Cuce’ of VGM to deliver actionable insights during the session “Enhancing Patient Pay Policies: Strategies for Effective Reimbursement.” The session focused on how providers can rethink their approach to patient collections, leverage automation, and build a culture of accountability around financial conversations.

Why Focus on Patient Pay?

With patient A/R making up a significant portion of a provider’s total A/R, organizations often face:

• Shrinking margins due to poor recovery of patient balances
• Excessive staff time spent managing patient A/R
• Missed opportunities due to unclear or unenforced policies
• Hesitancy to implement change and adopt technology

The right patient pay policy can promote transparency, reduce disputes, and improve both patient satisfaction and cash flow.

Key Strategies Shared at VGM Heartland

1. Build Clear, Consistent Policies That Support Your Mission
   A well-structured PFP aligns your team around expectations and makes collections easier and more defensible. As Bruce emphasized: “No profit, no mission.”
2. Train and Empower Staff
   Patient financial conversations can be uncomfortable—but they don’t have to be. Equip your CSRs with scripting, empathy-based responses, and analogies that help patients understand their responsibility.
3. Automate the Workflow
   From automated eligibility checks to recurring payment plans and e-delivery of statements, the right technology reduces staff burden and increases payment likelihood. Automation is your reimbursement superhero.
4. Provide Flexible Payment Options
   Every patient is different. Offer digital payments, credit cards on file, payment plans, and self-service portals to meet patients where they are.
5. Monitor, Measure, and Improve
   You can’t improve what you don’t measure. Use your systems to track key metrics, identify gaps, and continually refine your process.

The Bottom Line

When implemented thoughtfully, patient pay policies don’t just secure reimbursement—they enhance the patient experience, streamline operations, and protect compliance. The key is treating your policy as a living strategy, not a static document.

Want help implementing an optimized patient pay workflow?
Contact us here to explore how COLLECTPlus can automate your patient pay cycle—from statement delivery to final resolution.